Consumer Confidence

Consumer Confidence

A major benefit of AIM membership is the confidence that it gives to customers. This confidence is reinforced by providing an easy route to resolve any disputes that may arise. The FHIO gives customers access to dispute resolution without the need for escalating legal expenses and drama.

From the member’s perspective, the FHIO limits the expense of resolving disputes by charging a fixed fee for the service.

All AIM members are signed up to the FHIO service and are authorised to display the FHIO logo on their websites and in their marketing materials.

How it Works

Members follow their usual complaints procedure and attempt to resolve the dispute with the customer. This is usually successful, but on rare occasions either party may wish to refer the dispute to AIM. We act as mediator to help the parties find a solution themselves. If this fails, the dispute can be referred to the FHIO, thereby avoiding expensive and time consuming legal action.


From the FHIO;

Aside from the fact ADR is a low-cost, quick and efficient way to resolve disputes, businesses who offer the option of ADR are providing their customers with additional confidence and peace of mind.

The ADR Regulations were implemented to boost the use of ADR and the courts will often point parties back towards ADR before they will even hear a case. Either party can actually have sanctions imposed should they unreasonably refuse to consider ADR as an option prior to going to court.

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The Association Of Independent Movers
Unit 4, Skills Centre,
Twickenham Trading Estate,
Rugby Road,
Phone:0208 892 0369


COVID-19 Statement

Although there is no rule to prevent them from doing so, not all removals businesses are working during the Coronavirus measures advised by the Government.

Those that are working have been provided with clear guidelines by the Government and supported by AIM, with safe working procedures, specific documents and frequent information updates.

Removals firms

Removal firms are able to operate and should follow the latest government guidance on safer working. Where moves are carried out, social distancing should be followed.
Companies should ensure employees understand how to operate safely and communicate this to customers.

  • Removers should contact the household in advance to check that no member of the household is showing symptoms of coronavirus or self-isolating. If they are, works should be delayed.
  • They should also encourage households to ensure all internal doors are open and surfaces and possessions have been cleaned with household cleaning products prior to them entering the property.
  • No work should be carried out by a person who has coronavirus symptoms, however mild.
  • Removers should wash their hands on entering the property using separate towels of paper towels which need to be washed or disposed of safely after use.
  • Removers should seek to minimise contact with homeowners and remain 2 metres apart from householders at all times.
  • Removers should implement a buddy system and ensure that the same people work together when moving bulky items and furniture.
  • Removers should bring their own refreshments but you should ensure they have access to hand washing facilities, using separate towels or paper towels if possible,
    which should be washed or disposed of safely afterwards.